I am unable to access certain websites.

  • 1
  • Problem
  • Updated 11 months ago
  • Acknowledged
 I can access most websites and I can access this website on my phone and computers elsewhere but not at home. I need to fill out a job application on ebci.com. Can you please allow me access, the problem is on your end.
Photo of Topher

Topher

  • 8 Posts
  • 0 Reply Likes

Posted 11 months ago

  • 1
Photo of wm4bama

wm4bama, Champion

  • 373 Posts
  • 239 Reply Likes
Well, I just tried it and it loads fine for me using https://ebci.com/

Be sure to flush all your old browser data and try again...even better, if you don't already have it, download and install ccleaner, then run it and let it delete all the old "was called CrapCleaner in early days) caches and other stale data from your computer, then click the link above..

https://filehippo.com/download_ccleaner/
Photo of Topher

Topher

  • 8 Posts
  • 0 Reply Likes
Thanks but it didn't work. I tried everything. I called customer service...nothing. Told me to have a good day after being on the phone for 20 minutes.
Photo of Matt B

Matt B, Viasat Employee

  • 844 Posts
  • 433 Reply Likes
Topher,

Try the suggestion above.  It's a rarity that customers using our service cannot reach a site due to our network.  More often, there's a setting on the customer's computer, or the website itself.  

If you're still having trouble after following wm4bama's suggestion, call into Customer Care at 855-463-9333.  They can escalate to Tier 2, who can work directly with you!
Photo of Matt B

Matt B, Viasat Employee

  • 844 Posts
  • 433 Reply Likes
Topher, since you struck out when calling Care, I can try to escalate from my side.  You'll need to send an email to ViasatListens@viasat.com.  Be sure to include your account number, phone number, and a detailed description of the issue.  If you can do a tracert as Michael did below, that would be immensely helpful.

https://support.microsoft.com/en-us/help/314868/how-to-use-tracert-to-troubleshoot-tcp-ip-problems-i...
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 3495 Posts
  • 2029 Reply Likes
Bypassing the VIasat DNS server usually does the trick when a pesky website won't load.

Sorry it didn't work Topher!
Photo of Topher

Topher

  • 8 Posts
  • 0 Reply Likes
Golly jeez, I'm gonna be an IT expert after all of this!
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 3495 Posts
  • 2029 Reply Likes
Well. There are some other things you could try, but they are more technical and hopefully the issue will ge resolved for you by tomorrow. Beat of luck!
Photo of Topher

Topher

  • 8 Posts
  • 0 Reply Likes
Thanks, Thanks you all of you who have responded!
Photo of Topher

Topher

  • 8 Posts
  • 0 Reply Likes
I already tried the suggestion and called the phone number. Spoke to a guy named "Allen" with a very heavy accent. He was done after I told him that , "Yes, other websites like Google work". I tried tons of other stuff on other forums. It's not me, my computer or the website I am attempting to get on.
Photo of Steve Frederick-VS1/Beam314

Steve Frederick-VS1/Beam314, Champion

  • 2801 Posts
  • 1768 Reply Likes
I am unable to reach this site with ViaSat/Exede. I am on beam 314
Photo of Michael McDowell

Michael McDowell

  • 460 Posts
  • 172 Reply Likes
I live in beam 318 in Indiana and I am unable to reach  EBCI.com. 
Here are the results of running tracert on my system.

Tracing route to www.ebci.com [208.68.121.25]
over a maximum of 30 hops:

  1     1 ms     1 ms     1 ms  LinksysWRT1900 [192.168.0.111]
  2     5 ms     1 ms     1 ms  192.168.1.1
  3   607 ms   600 ms   595 ms  10.75.12.42
  4   593 ms   597 ms   597 ms  10.75.10.18
  5   692 ms   641 ms   640 ms  10.75.255.242
  6   589 ms   598 ms   630 ms  tuk-edge-13.inet.qwest.net [67.129.96.41]
  7     *        *        *     Request timed out.
  8   705 ms   640 ms   640 ms  be209.ccr21.sea02.atlas.cogentco.com [154.54.11.1]
  9   632 ms   635 ms   639 ms  be2085.ccr21.slc01.atlas.cogentco.com [154.54.2.198]
 10   658 ms   640 ms   636 ms  be3038.ccr22.den01.atlas.cogentco.com [154.54.42.98]
 11   654 ms   649 ms   625 ms  be3036.ccr22.mci01.atlas.cogentco.com [154.54.31.90]
 12   772 ms   642 ms   801 ms  be2832.ccr42.ord01.atlas.cogentco.com [154.54.44.170]
 13   760 ms   676 ms   677 ms  be2718.ccr22.cle04.atlas.cogentco.com [154.54.7.130]
 14   667 ms   677 ms   717 ms  be2892.ccr42.dca01.atlas.cogentco.com [154.54.82.254]
 15   667 ms   678 ms   677 ms  be3084.ccr41.iad02.atlas.cogentco.com [154.54.30.66]
 16   748 ms   713 ms   962 ms  38.142.7.130
 17     *        *        *     Request timed out.
 18   679 ms   678 ms   675 ms  63.142.143.54
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.

C:\WINDOWS\system32>
Photo of wm4bama

wm4bama, Champion

  • 373 Posts
  • 239 Reply Likes
Well Steve, it must be a problem on certain beams or the beam's ground server, like maybe the DNS server data is out of date ...I just checked again and it loaded fine...looks like Exede folks need to correct the problem...
Photo of Steve Frederick-VS1/Beam314

Steve Frederick-VS1/Beam314, Champion

  • 2801 Posts
  • 1768 Reply Likes
Agree with you. I tried on Firefox, Sparrow, Chrome and Edge, same result with all. Apparently ViaSat does not keep all the ground servers DNS files up to date.
Photo of Topher

Topher

  • 8 Posts
  • 0 Reply Likes
Hey, Thanks you guys!
Photo of Bev

Bev, Champion

  • 3076 Posts
  • 1291 Reply Likes
I can access the site but, it seems it's failing at one of the hops. I don't know if contacting them would help but, it might be worth a shot.

https://dig.whois.com.au/ip/63.142.143.54